Return Policy

We stand behind the quality of our surgical instruments. If you are not completely satisfied with your purchase, we are here to help.

Last updated: June 30, 2026

At Sialmed Industry SMC Pvt. Ltd, we are committed to providing premium quality surgical and dental instruments. We understand that sometimes a product may not meet your expectations or requirements. This Return Policy outlines the conditions under which returns, exchanges, and refunds are accepted.

Return Eligibility

To be eligible for a return, your item must meet the following criteria:

Unopened & Unused

Items must be in their original, unopened packaging with all tags and seals intact.

Within 30 Days

Return requests must be initiated within 30 calendar days of the delivery date.

Original Receipt

Proof of purchase (order confirmation or receipt) is required for all returns.

Return Window

30-Day Return Period

You have 30 calendar days from the date of delivery to initiate a return. Returns requested after 30 days will not be accepted unless the item is covered under our warranty policy or is defective.

The return shipment must be postmarked within the 30-day window. We recommend initiating your return as early as possible to ensure timely processing.

Condition Requirements

All returned items must meet the following condition requirements to be eligible for a full refund:

All original packaging, labels, and protective materials must be intact.
Instruments must show no signs of use, sterilization, or handling.
Sterile packaging must remain completely sealed and undamaged.
All accessories, manuals, and included items must be returned.
Items must be free of scratches, dents, or any cosmetic damage.

How to Initiate a Return

Follow these simple steps to return your purchase:

Contact Us

Email us at [email protected] or call +92 309 001 3786 with your order number and reason for return.

Receive Authorization

Our team will review your request and provide a Return Merchandise Authorization (RMA) number within 24-48 hours.

Package Your Return

Securely package the item in its original packaging. Write the RMA number clearly on the outside of the package.

Ship the Item

Send the package to the address provided with your RMA. Use a trackable shipping method for your protection.

Inspection & Refund

Once received, we will inspect the item within 2-3 business days and process your refund accordingly.

Return Shipping

Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item shipped, defective product, or damaged during transit).

We strongly recommend using a trackable shipping service and purchasing shipping insurance for returns valued over $100. Sialmed Industry is not responsible for items lost or damaged during return transit.

For approved defective or incorrect item returns, we will provide a prepaid return shipping label or reimburse your reasonable shipping costs upon receipt of valid proof of shipment.

Refund Process

5-10 Business Days Processing

Once we receive and inspect your returned item, your refund will be processed within 5 to 10 business days. Refunds are issued to the original payment method used for the purchase.

The refund timeline depends on your payment provider:

Credit/Debit Cards: 5-10 business days after we issue the refund.
Bank Transfer: 5-10 business days after we issue the refund.
PayPal: 3-5 business days after we issue the refund.

You will receive an email notification once your refund has been processed. If you have not received your refund after 10 business days, please contact your bank or payment provider, then reach out to us if the issue persists.

Exchanges

Exchange for a Different Item

We are happy to exchange your purchase for a different product of equal or lesser value. Exchanges follow the same eligibility criteria and return window as standard returns.

Exchanges are available for items of equal or lesser value.
If exchanging for a higher-priced item, the difference must be paid.
The replacement item must be in stock at the time of the exchange request.
All standard return condition requirements apply to exchanged items.

Non-Returnable Items

The following items cannot be returned or exchanged unless they are defective or were shipped incorrectly:

Custom-made or personalized instruments manufactured to your specifications.
Opened sterile items or products with broken sterile seals.
Items that have been used, sterilized, or cleaned.
Products with missing original packaging, labels, or accessories.
Items returned after the 30-day return window.
Discontinued or clearance sale items (unless defective).
Digital products, software licenses, or downloadable content.

Damaged or Defective Items

Important: Inspect Your Order Immediately

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us immediately within 48 hours of delivery with photographic evidence of the issue.

For damaged or defective items, we will:

Provide a full refund including original shipping costs.
Ship a replacement at no additional cost, subject to availability.
Arrange and cover the cost of return shipping for defective items.
Process the replacement shipment within 3-5 business days of claim approval.

Defective items are covered under our product warranty. If an item is found to be defective after the return window, please contact us to discuss warranty options.

Need Help with a Return?

Our customer support team is available to assist you with any questions about returns, exchanges, or refunds.

+92 309 001 3786

9AM - 6PM PKT (Mon-Sat)

Email

[email protected]

Response within 24 hours

Phone